Activating my LTE Network Extender

So short story: service suddenly became terrible in my home. iPhone would sit on SOS mode. Only happens at this location. Now it's connecting by only 2 bars. Verizon tells me I should put in extender.

Fast forward: I get the extender. Get it connected, showing like 10/10 satellites but still "not under coverage" when I call #48. I had extender listed under my devices but couldn't add known numbers under Hybrid or Closed. Would constantly give error message stating something like that "first number had to be active on the account." Thanks Sherlock. I tried all four numbers on my account - no go!

So I start my customer "support" journey. What a disaster. Three hours later, I now had THREE extenders loaded on my devices - NONE of them activated. Spent another hour with Level 2 support. Still cant figure out how to activate my extender so I can start configuring it. Cant connect to it. Then they message me telling me that the service ticket was completed and they fixed. Same problem. This cant be the FIRST time this has happened.

What has anyone done to fix this?

Accepted answers

Verizon_Support

Our Device Troubleshooting Assistant is available 24/7 to help our customers answer common questions and fix many issues: https://www.verizon.com/support/devices/#mobile If you still require assistance or have any questions, please contact us for support.

All comments

datapower

@PhillyDilly

You're definitely not alone in this nightmare—Verizon LTE extenders have caused headaches for plenty of users. Based on what others have reported, here are some troubleshooting steps that might help:

Possible Fixes for Activation Issues

Check GPS & Network Status

Since your extender shows 10/10 satellites, GPS isn’t the issue.
However, if #48 still says "Not Under Coverage," Verizon’s system may not be recognizing the extender properly.

Manually Reset & Reconfigure

Power cycle the extender (unplug for 5 minutes, then restart).
Factory reset the extender if possible—some users have had success with this.

Verify Router Settings

Ensure your router supports DHCP and VPN passthrough—some extenders fail to connect if these settings aren’t enabled.
Try connecting the extender directly to the modem instead of a router to rule out network conflicts.

Force Verizon to Manually Associate Your Extender

Some users have reported that Verizon needs to manually associate the extender with your account before it works.
Call Tier 2 Support and request a manual provisioning of the extender.

Check for Known Issues

Verizon has a troubleshooting guide and a setup guide that might help.
Some users have reported that extenders fail to activate if the device model isn’t properly registered—this could explain why you had multiple extenders listed but none activated.

Next Steps

Escalate via Verizon’s Social Media Support (Twitter Support)—they tend to respond faster than phone support.
Visit a Verizon Corporate Store (not an authorized retailer) and ask them to manually activate the extender.
File a Formal Complaint if Verizon refuses to resolve the issue.

This shouldn’t be happening, and Verizon needs to fix their system to prevent customers from getting stuck in these endless loops.

Fdbk

Hi, the 'Managed Access' feature in the MyVerizon website is nonfunctional but that doesn't stop your phones from connecting to the extender. Instead, first check the local admin page to see if the extender has established connection to the HeMS. To access this page, you'll need to know its IP Address. Press the button on the left side of the screen until you see an IP Address. Once you have gathered that information, goto either your phone or computer that is connected to the same home network as the extender and type the IP address into your browser and enter. Now you should see a login page. The pw is LTEFemto0000 (with the zeros representing the last four of the MAC Address found on the back label or the screen.). Once logged in, select 'Operational Details' and look in sections: Operational Status & Server Connectivity. What does your extender show?

SynthpopAddict

If none of the 3 extenders you were sent will connect...I hope it's not because you are using fiber, fixed wireless, or satellite internet for home internet service. No Verizon extenders will work on an ISP which isn't cable internet.

I'm mystified as to why your service declined so drastically at your home though. You can get service elsewhere, so it's not some problem with your account or your phones being too old or your SIM/eSIM being out of date. Maybe you've got some source of interference in your house blocking the signal? An iPhone user posted about a year and half ago that it was their ISP's equipment somehow causing some major interference to where their phone would not work at all while at home, but when they swapped out their router for a newer one from their ISP then all was well. You can easily test if this is the case by simply unplugging your home internet equipment and seeing if your Verizon service comes back.

PhillyDilly

Thanks for the replies.

These are all great replies.

I am using FiOS internet. I assume the extender would work on their own service??

Home ISP has not changed. Access points throughout the house have been installed for months.

DNS Reachable, A-GPS Reachable, and IPSEC SeGW Connected. All green checks under startup process.

PhillyDilly

Just to clarify. I have ONE extender that I have picked up, installed, and connected.

Verizon loaded THREE extenders under my devices on my account. NONE of them are activated and connecting to the extender.

Fdbk

Given that the admin page is showing the extender connected to the Verizon network with green check marks, this means the extender is activated even though you may see a message in the MyVerizon Website Manage Extender page stating, "You have until [date] to activate it..." If it wasn't activated, the extender wouldn't connect to the network, and you would see this in the logs. There are certain conditions that may hinder a phone from connecting to the extender. You can check the extender's admin page "Settings > Advanced" section for 'Neighboring Cells Detected' to see if there any nearby LTE interference. If not, check with your iPhone:

1. Without knowing what model of iPhone/iOS Version you have, there may be an option in the Cellular Data Options settings for VoLTE. If so, ensure this is turned on.

2. Ensure Wi-Fi Calling is turned off in the Cellular settings

3. Turn on/off Airplane Mode in Settings or Control Center (this allows the iPhone to rescan for nearby towers).

SynthpopAddict

@PhillyDilly
wrote:
I am using FiOS internet. I assume the extender would work on their own service??
Just to clarify. I have ONE extender that I have picked up, installed, and connected.
Verizon loaded THREE extenders under my devices on my account. NONE of them are activated and connecting to the extender.

Um...I hate to be the bearer of bad news, but one of the forum regulars who has used several extenders over the years and is pretty knowledgeable about them has said the Verizon extenders will only work on cable internet. Fios is fiber optic internet, and isn't compatible. I suspect your extender is detecting something from Verizon via the Fios, but it can't otherwise "talk" to your Fios router. If you were billed for the extender(s), I'd get a refund.

I'm surprised you somehow ended up with 3 extenders in your account if this is the first one you've ever received.

[edit, update] Two bars is kind of wimpy signal, but ought to be adequate for getting your cellular service to work. If your phone was going into SOS before but isn't doing it now, might have just been a network outage. There's a "Check Network Status" link at the right of the forum page under the "Get help from Verizon" box where you can enter your address to see if any tower issues have been reported in your area, if the problem recurs. Other reasons for reduced signal strength include but are not limited to: network congestion, deprioritization based upon your service plan, new construction projects or more people moving into your neighborhood (either more potential blockages for reception or more competition for tower use). I'd also check that your phone's software is up to date, and for iPhone, see if the carrier settings need to be updated.

Verizon_Support

Hey there, we understand your concerns and would like to help out with this issue. Send us a private message so we can assist.

-Cynthia

cccowboy36

Verizon contacted me yesterday and informed me that, A), the Samsung 4G LTE extender IS NOT being discontinued and is still supported and, , there was no reason whatsoever for them to contact me and force me to upgrade or replace it. They also stated that only about 1% of the new extenders function correctly and none of them stay connected for longer than a month or 2 without having to force connect the phone again. The tech that contacted me actually uses the earlier Samsung 4G LTE extender like mine because the new one(s) he was told to change to, failed. If you are having issues with the new extender, he stated that they DO still provide the Samsung 4G LTE extender and to go to a Verizon store and request it. The new one is a complete failure and the newest Samsung and Iphone's cannot find it under "mobile network searches" on the phones. Samsung phones are hit and miss when #48 is dialed to confirm "network connection". I truly hope this helps others with this problem. I re-installed the Samsung 4G LTE Extender and my service is back to clear and steady. Have a great weekend.

cccowboy36

The statement about none of the extenders working with Fiber or wireless is not true. The NEW extenders are complete junk and different Verizon techs stated that they personally had to replace theirs with the earlier Samsung 4G LTE extenders. I re-installed my Samsung 4G LTE extender and it works flawless with Fiber. You CAN still request the earlier Samsung unit because contrary to their sales staff, it is still supported and supplied upon request. They informed me that there was NO reason Verizon should have contacted me to force me to upgrade and disconnect my Samsung unit. I now have it re-connected and my service is great again, over fiber

SynthpopAddict

Thanks for your input and clarification. I don't have any extenders as my cellular service has always been adequate, but am simply here a lot and have seen posts from another experienced member who has used both the Samsung and Askey extenders. Maybe it's only the Askey extenders which don't work with fiber.

If it's true that the Askey extenders are that problematic, makes me wonder if Verizon quietly went back to the older Samsung ones. There was a post elsewhere saying there was some kind of very long backorder on extenders about a month ago...

Verizon_Support